Table of contents
Grounds maintenance service
Some customers pay a service charge for grounds maintenance. If this applies, your service is delivered by Glendale on behalf of whg. The grounds maintenance service covers outdoor communal spaces, which may be different depending on the type of building you live in. The performance of this service is monitored by our Neighbourhood Services Team who ensure you are receiving a service in line with these service standards.
Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.
What is included in the summer grounds maintenance service?
During summer (March to November), our service includes:
- Cutting and collecting grass on standard areas to maintain a height of 15mm to 25mm.
- Maintaining wildflower meadow areas by cutting twice a year, with clippings collected.
- Trimming planted areas up to 4 times a year, removing trimmings and keeping beds free of weeds.
- Trimming hedges up to 3 times a year, avoiding nesting bird season (February to August).
- Cleaning paths and hard surfaces every two weeks, removing weeds, debris, and litter.
What is included in the winter grounds maintenance service?
During winter (November to March), our service includes:
- Neatly edging grass areas next to hard surfaces and planted areas.
- Winter pruning of planted areas and hedges, removing prunings.
- Cleaning paths and hard surfaces every two weeks, removing weeds, debris, and litter.
- Regularly removing leaves to avoid large build-ups.
What improvements are being made to the grounds maintenance service from 1 April 2025?
From 1 April, we’re making some important improvements to keep outdoor spaces cleaner, safer and better maintained:
- More regular grass cutting – We’re extending the cutting season to 20 cuts between March and November. With warmer weather making grass grow for longer, this will help keep outdoor spaces tidy and manageable all year round.
- A cleaner finish with ‘cut and collect’ – Grass clippings will be collected and removed, reducing build-up and keeping shared spaces looking neat and well-kept.
- Better weed and moss control – We’re stepping up efforts to treat weeds and moss on paths and hard surfaces, making outdoor areas safer and easier to walk on.
These changes mean greener, tidier spaces for everyone to enjoy.
What standards are used to assess the grounds maintenance service?
- Below Average: Fails to meet the standard, urgent action is required
- Average: Partially meets the standard, prompt action is required
- Good: Largely meets the standard
- Excellent: Fully meets the standard
What should I do if I notice a grounds maintenance problem in my communal areas?
If you have any issues or feedback about the grounds maintenance service, please contact us in the first instance. Your input helps us maintain high standards and improve our service.
Or you can email Glendale directly on their dedicated email address: walsallhousing@glendale-services.co.uk
How often are grass areas cut?
Will grass clippings be left behind?
How often are paths and hard surfaces cleaned?
How often are hedges trimmed and maintained?
How are wildflower meadow areas maintained?
How are service charges calculated?
If you live in one of our blocks, you will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting. Service charges can be ‘fixed’ or ‘variable’. If you pay a variable service charge, we will consult with you before making any major changes, and you can ask for a summary of costs.
Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.
We review service charges each year and may increase them. When they increase, we always aim to stay in line with Government recommendations to help keep charges affordable for customers. If we cannot do this, we’ll explain why when we write to you.
Shared ownership and leaseholder service charges
- Some shared owners will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting.
- Shared owners and leaseholders also pay a service charge for the upkeep, repairs and improvements of buildings, and building insurance.
- If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.
Communal cleaning service
Some customers pay a service charge for cleaning. If this applies, your cleaning service is delivered by Pinnacle Group on behalf of whg. The cleaning service covers communal spaces, which may be different depending on the type of building you live in. The performance of this service is monitored by our Neighbourhood Services Team who ensure you are receiving a service in line with these service standards.
Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.
What areas are included in the communal cleaning service?
The cleaning service covers communal spaces, which may be different depending on the type of building you live in. Where applicable:
High rise blocks (5 floors or more): Landings, hallways, staircases, lifts, bin rooms, communal toilets, entrances/exits and lobby areas.
Large low rise blocks (18 flats or more): Landings, hallways, staircases, lifts, bin rooms, communal toilets, entrances/exits and lobby areas.
Small low rise blocks (17 flats or fewer): Landings, hallways, staircases, lifts, bin rooms, communal toilets, entrances/exits and lobby areas.
Wellbeing schemes (for over 55s): Landings, hallways, staircases, lifts, bin rooms, communal lounges/kitchens and toilets, mobility scooter storage areas, entrances/exits and lobby areas.
How often will my building be cleaned?
The frequency of cleaning depends on the type of building you live in. Where applicable:
High rise blocks (5 floors or more):
- Landings, hallways, and staircases: Cleaned daily.
- Lifts: Cleaned daily.
- Bin rooms: Cleaned daily.
- Communal kitchens and toilets: Cleaned weekly and daily respectively.
- Entrances/exits and lobby areas: Cleaned daily.
- Deep clean: Annually.
Large low rise blocks (18 flats or more):
- Landings, hallways, and staircases: Cleaned weekly.
- Lifts: Cleaned daily.
- Bin rooms: Cleaned daily.
- Communal kitchens and toilets: Cleaned weekly and daily respectively.
- Entrances/exits and lobby areas: Cleaned daily.
- Deep clean: Annually.
Small low rise blocks (17 flats or fewer):
- Landings, hallways, and staircases: Cleaned weekly.
- Lifts: Cleaned weekly.
- Bin rooms: Cleaned weekly.
- Communal kitchens and toilets: Cleaned weekly.
- Entrances/exits and lobby areas: Cleaned weekly.
- Deep clean: Annually.
Wellbeing schemes (for over 55s):
- Landings, hallways, and staircases: Cleaned daily.
- Lifts: Cleaned daily.
- Bin rooms: Cleaned weekly.
- Communal lounges/kitchens/toilets: Cleaned daily.
- Cinema/TV rooms: Cleaned daily.
- Kitchens: Cleaned daily.
- Mobility scooter storage areas: Cleaned daily.
- Entrances/exits and lobby areas: Cleaned daily.
- Shared spaces: Cleaned daily.
- Deep clean: Annually.
How are external communal areas cleaned?
External communal areas are cleaned regularly. The frequency of cleaning depends on the type of building you live in. Where applicable:
High rise blocks (5 floors or more):
- Entrances, exits, porches, and steps: Cleaned daily.
- Bin stores: Cleaned daily.
- Gutters, gullies and drains: Cleaned weekly.
Large low rise blocks (18 flats or more):
- Entrances, exits, porches, and steps: Cleaned daily.
- Bin stores: Cleaned daily.
- Gutters, gullies and drains: Cleaned weekly.
Small low rise blocks (17 flats or fewer):
- Entrances, exits, porches, and steps: Cleaned weekly.
- Bin stores: Cleaned weekly.
- Gutters, gullies and drains: Cleaned monthly.
Wellbeing schemes (for over 55s): Entrances, exits, porches, and steps: Cleaned daily.
- Bin stores: Cleaned weekly.
- Gutters, gullies and drains: Cleaned monthly.
What is a communal area deep clean and how often is it done?
How often are lifts cleaned?
Lifts are cleaned thoroughly, including floors, walls, ceilings, control panels and external surfaces. Any damage or problems with lifts are reported to whg.
High rise blocks (5 floors or more): daily.
Large low rise blocks (18 flats or more): daily.
Small low rise blocks (17 flats or fewer): weekly.
Wellbeing schemes (for over 55s): daily.
How often are communal floors and carpets cleaned?
The frequency of cleaning depends on the type of building you live in. Where applicable:
High rise blocks (5 floors or more): Hard floors are vacuumed or swept daily. Carpets are spot-cleaned regularly.
Large low rise blocks (18 flats or more): Hard floors are vacuumed or swept daily. Carpets are spot-cleaned regularly.
Small low rise blocks (17 flats or fewer): Hard floors are vacuumed or swept weekly. Carpets are spot-cleaned regularly.
Wellbeing schemes: Hard floors are vacuumed or swept daily. Carpets are spot-cleaned regularly.
How often are communal kitchens and toilets cleaned?
The frequency of cleaning depends on the type of building you live in. Where applicable:
High rise blocks (5 floors or more): Communal kitchens are cleaned weekly, and toilets are cleaned daily.
Small low rise blocks (17 flats or fewer): Communal kitchens are cleaned weekly, and toilets are cleaned weekly.
Wellbeing schemes (for over 55s): Communal kitchens are cleaned daily, and toilets are cleaned daily.
How is waste and litter managed by the cleaning provider?
Any waste, litter and debris in communal areas is removed regularly, with hazardous waste disposed of safely. Any fly-tipping is reported for removal. Depending on your building type, this happens:
High rise blocks (5 floors or more): daily.
Large low rise blocks (18 flats or more): daily.
Small low rise blocks (17 flats or fewer): weekly.
Wellbeing schemes (for over 55s): daily.
What should I do if I notice a cleaning problem in my communal areas?
What improvements are being made to the cleaning service from 1 April 2025?
From 1 April 2025, we are making improvements to the communal cleaning service including annual deep cleans, a new static cleaning service, and more efficient cleaning schedules.
- We’ve introduced weekly cleans at our small low rise blocks instead of several shorter visits, ensuring a more thorough clean is completed.
- Several sites now have a dedicated Pinnacle operative, meaning one person will be responsible for keeping the block clean and you’ll see the same friendly face regularly.
- We’ve introduced an annual deep clean at every block to ensure every area has a thorough clean.
Will cleaning take place during bank holidays and weekends?
What measures are in place to ensure safety during cleaning?
How is sustainability considered in the cleaning service?
How are service charges calculated?
If you live in one of our blocks, you will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting. Service charges can be ‘fixed’ or ‘variable’. If you pay a variable service charge, we will consult with you before making any major changes, and you can ask for a summary of costs.
Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.
We review service charges each year and may increase them. When they increase, we always aim to stay in line with Government recommendations to help keep charges affordable for customers. If we cannot do this, we’ll explain why when we write to you.
Shared ownership and leaseholder service charges
- Some shared owners will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting.
- Shared owners and leaseholders also pay a service charge for the upkeep, repairs and improvements of buildings, and building insurance.
- If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.
